Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]
I was perusing some of my favorite online media outlets this week, and was inspired by some of the articles that I read. Here are a few to help fire up your customer service efforts: Tom Vander Well writes on the Iowa Biz Blog about his experiences with his local State Farm Agent. Tom’s experience [...]
These days, many companies are recording telephone interactions, conducting surveys, and collecting customer satisfaction data. But are companies really listening?
Happy Friday! This week, I have been inspired by a few different posts, detailing how the voice of the customer helped a company gain and retain customers, as well as how delegation and employee empowerment make a difference in companies. Here are the articles that inspired me this week: On the Business is Personal blog, [...]
Another year has drawn to a close, and a new year is upon us. Many take time during the New Year to set goals and resolutions. At the Customer Experience Matters blog, Bruce Temkin outlines 10 Customer Service Resolutions for 2011. In his list, Temkin encourages companies to leverage the voice of the customer, engage [...]
Call recordings can be used for many different purposes: resolving customer disputes, complying with regulations, increasing security, improving processes, or enhancing employee productivity. Employee training and coaching can also be enhanced by providing the voice of the customer during feedback sessions. Skills like empathy and listening can be included in customer service training sessions, until [...]
Another Friday is upon us! Malls are packed with holiday shoppers and the city is abuzz with the hustle and bustle of holiday activities. As we wrap up another week of business, take a few moments to enjoy some management and customer service inspiration: Paul Williams encourages managers with his article “Don’t Hog the Glory, Invest [...]
Leveraging the voice of the customer and humanizing our customers are often topics on this blog and within the contact center industry. However, the company’s voice is often overlooked. What customers hear on your telephone systems, web site, and other materials is an equally powerful opportunity to make a difference. One of our related companies, Media [...]
Companies may choose to record calls for a variety of reasons, from resolving customer disputes to achieving regulatory compliance, improving customer service, or increasing security. Call recordings can bring the voice of the customer to life, helping people across your organization better understand the value of a new feature request or the delight that they express when [...]
Bruce Temkin, an analyst for Forrester Research, recently blogged about his report “Sixteen Voice of the Customer Recommendations,” commenting on the lessons that top companies have learned from implementing voice of the customer [VoC] programs. (View Temkin’s posts on these blogs: Customer Experience Matters and the 1to1 Media Blog.) Temkin quotes a healthcare company about [...]
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